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Welcome Manager

2 months ago


Berwick, Northumberland, United Kingdom National Trust Full time

About the Role

We are seeking a highly motivated and experienced Welcome Manager to lead our Visitor Experience team at the Northumberland Coast. As a key member of our team, you will be responsible for delivering exceptional customer service and creating a memorable experience for our visitors.

Key Responsibilities

  • Lead the day-to-day operations of the Visitor Experience team, ensuring seamless delivery of our services and high standards of customer service.
  • Develop and implement strategies to enhance the visitor experience, including the development of new initiatives and partnerships.
  • Manage and motivate a team of Welcome Team Members, providing coaching, training, and development opportunities to ensure they have the skills and knowledge to deliver exceptional customer service.
  • Work closely with other teams, including Operations, Marketing, and Communications, to ensure a cohesive and effective approach to delivering our services.
  • Monitor and report on key performance indicators, including customer satisfaction, visitor numbers, and revenue growth.
  • Develop and manage budgets, ensuring effective use of resources and achieving financial targets.

Requirements

  • Proven experience in a customer-facing role, with a strong track record of delivering exceptional customer service.
  • Excellent leadership and management skills, with the ability to motivate and inspire a team.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with colleagues, stakeholders, and visitors.
  • Ability to work independently and as part of a team, with a flexible and adaptable approach to work.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and career progression.
  • A dynamic and supportive work environment.
  • The chance to work with a talented and dedicated team.